Threads not visible for some tickets.

clarkster26

Threads not visible for some tickets. We are new to osTicket and trying to get it setup correctly but this is our problem that some tickets come through and show the threads but others do not. You can see there is a thread with 1 and if I go back to the user's side and reply to the autoresponse it will then show the number 2 next to threads but you cannot see what the threads say. I am logging in with a user that has all access. Please help.

As you can see there is nothing below the thread but you can see there is one.

clarkster26

I did have a couple errors this is one of them

DB Error #1146
[SELECT COUNT(*) FROM (SELECT A1.ticket_id FROM ost_ticket A1 JOIN ost_user A2 ON (A1.user_id = A2.id) LEFT JOIN ost_user_email A3 ON (A2.id = A3.user_id) LEFT JOIN ost_ticket__cdata A4 ON (A1.ticket_id = A4.ticket_id) WHERE A3.address IS NOT NULL AND A4.subject IS NOT NULL AND NOT A1.closed IS NOT NULL AND A1.isanswered = '0') ] Table 'osticket.ost_ticketcdata' doesn't exist

---- Backtrace ----
#0 C:\inetpub\wwwroot\dchelpdesk\include\mysqli.php(200): osTicket->logDBError('DB Error #1146', '[SELECT COUNT(...')
#1 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(3459): db_query('SELECT COUNT()...', true, true)
#2 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(3515): MySqlExecutor->execute()
#3 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(2945): MySqlExecutor->getRow()
#4 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(1380): MySqlCompiler->compileCount(Object(QuerySet))
#5 C:\inetpub\wwwroot\dchelpdesk\include\class.search.php(897): QuerySet->count()
#6 C:\inetpub\wwwroot\dchelpdesk\include\class.search.php(976): SavedQueue->getTotal()
#7 C:\inetpub\wwwroot\dchelpdesk\scp\autocron.php(43): SavedQueue::counts(Object(StaffSession), false)
#8 {main}

clarkster26

This is the other error

DB Error #1146
[SELECT COUNT(DISTINCT CASE WHEN B5.address IS NOT NULL AND B6.subject IS NOT NULL AND NOT A1.closed IS NOT NULL AND A1.isanswered = '0' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q15, COUNT(DISTINCT CASE WHEN A1.topic_id = 0 THEN A1.ticket_id END) AS q16, COUNT(DISTINCT CASE WHEN A2.state = 'open' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q1, COUNT(DISTINCT CASE WHEN A2.state = 'open' AND A2.state = 'open' AND A1.isanswered = '0' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q2, COUNT(DISTINCT CASE WHEN (A1.team_id IN (1) OR A1.staff_id IN (2)) AND A2.state = 'open' AND (A1.team_id IN (1) OR A1.staff_id IN (2)) AND A2.state = 'open' AND A1.staff_id IN (2) AND A3.object_type = 'T' THEN A1.ticket_id END) AS q6, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2020-06-11 00:00:00' AND '2020-06-11 23:59:59' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q9, COUNT(DISTINCT CASE WHEN A2.state = 'open' AND A2.state = 'open' AND A1.isanswered = '1' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q3, COUNT(DISTINCT CASE WHEN (A1.team_id IN (1) OR A1.staff_id IN (2)) AND A2.state = 'open' AND (A1.team_id IN (1) OR A1.staff_id IN (2)) AND A2.state = 'open' AND NOT A1.staff_id IN (2) AND A3.object_type = 'T' THEN A1.ticket_id END) AS q7, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2020-06-10 00:00:00' AND '2020-06-10 23:59:59' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q10, COUNT(DISTINCT CASE WHEN A2.state = 'open' AND A2.state = 'open' AND A1.isoverdue = '1' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q4, COUNT(DISTINCT CASE WHEN (A1.team_id IN (1) OR A1.staff_id IN (2)) AND A2.state = 'open' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q5, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2020-06-08 00:00:00' AND '2020-06-14 23:59:59' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q11, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q8, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2020-06-01 00:00:00' AND '2020-06-30 23:59:59' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q12, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2020-04-01 00:00:00' AND '2020-06-30 23:59:59' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q13, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2020-01-01 00:00:00' AND '2020-12-31 23:59:59' AND A3.object_type = 'T' THEN A1.ticket_id END) AS q14 FROM ost_ticket A1 JOIN ost_ticket_status A2 ON (A1.status_id = A2.id) LEFT JOIN ost_thread A3 ON (A3.object_type = 'T' AND A1.ticket_id = A3.object_id) LEFT JOIN ost_thread_referral A4 ON (A3.id = A4.thread_id) LEFT JOIN ost_staff A5 ON (A4.object_type = 'S' AND A4.object_id = A5.staff_id) LEFT JOIN ost_thread A6 ON (A1.ticket_id = A6.object_id AND A6.object_type = 'C') LEFT JOIN ost_thread_referral A7 ON (A6.id = A7.thread_id) LEFT JOIN ost_staff A8 ON (A7.object_type = 'S' AND A7.object_id = A8.staff_id) LEFT JOIN ost_team B0 ON (A4.object_type = 'E' AND A4.object_id = B0.team_id) LEFT JOIN ost_team B1 ON (A7.object_type = 'E' AND A7.object_id = B1.team_id) LEFT JOIN ost_department B2 ON (A4.object_type = 'D' AND A4.object_id = B2.id) LEFT JOIN ost_department B3 ON (A7.object_type = 'D' AND A7.object_id = B3.id) JOIN ost_user B4 ON (A1.user_id = B4.id) LEFT JOIN ost_user_email B5 ON (B4.id = B5.user_id) LEFT JOIN ost_ticket__cdata B6 ON (A1.ticket_id = B6.ticket_id) WHERE ((A2.state = 'open' AND (A1.staff_id = 2 OR A5.staff_id = 2 OR A6.object_type = 'C' AND A8.staff_id = 2 OR A1.team_id IN (1) OR B0.team_id IN (1) OR A6.object_type = 'C' AND B1.team_id IN (1))) OR (A2.state IN ('open', 'closed') AND (A1.dept_id IN (1) OR B2.id IN (1))) OR A6.object_type = 'C' AND B3.id IN (1))] Table 'osticket.ost_ticket__cdata' doesn't exist

---- Backtrace ----
#0 C:\inetpub\wwwroot\dchelpdesk\include\mysqli.php(200): osTicket->logDBError('DB Error #1146', '[SELECT COUNT(D...')
#1 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(3459): db_query('SELECT COUNT(DI...', true, true)
#2 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(3506): MySqlExecutor->execute()
#3 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(2093): MySqlExecutor->getArray()
#4 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(2043): HashArrayIterator->{closure}()
#5 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(2022): CallbackSimpleIterator->next()
#6 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(2031): CallbackSimpleIterator->rewind()
#7 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(1703): CallbackSimpleIterator->valid()
#8 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(1713): CachedResultSet->fillTo(9223372036854775807)
#9 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(1336): CachedResultSet->asArray()
#10 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(1359): QuerySet->all()
#11 C:\inetpub\wwwroot\dchelpdesk\include\class.search.php(973): QuerySet->one()
#12 C:\inetpub\wwwroot\dchelpdesk\scp\autocron.php(43): SavedQueue::counts(Object(StaffSession), false)
#13 {main}

ntozier

Your errors say:
Table 'osticket.ost_ticket__cdata' doesn't exist

Does your mysql user have permissions to create tables?

clarkster26

ntozier I am using the root account and never made any changes in MySQL. Verified by looking at the ost-config.php file and it is root.

clarkster26

I verified this table does exist. The errors I got are from a week ago and have since upgraded from 1.14.1 to 1.14.2 maybe that fixed the table missing?
The odd thing is the thread is not missing every time. So I thought maybe it was related to one of the plugins so I disabled them with same results. I have it sending out an email to the admin everytime the a ticket is create and I can see the body the emails in there just not on web server. Something else I found when this happens none of the links on the ticket work except the Edit button. So everything inside the red box none of the links work or do anything except the edit button.

clarkster26

I found this error in the PHP errors which might be related. Not sure how to fix it though?

[19-Jun-2020 20:43:52 UTC] PHP Fatal error: Uncaught ObjectNotUnique: One object was expected; however multiple objects in the database matched the query. In fact, there are 2 matching objects. in C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php:1363
Stack trace:
#0 C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php(606): QuerySet->one()
#1 C:\inetpub\wwwroot\dchelpdesk\include\staff\templates\thread-entries.tmpl.php(37): VerySimpleModel::lookup(Array)
#2 C:\inetpub\wwwroot\dchelpdesk\include\class.thread.php(415): include('C:\inetpub\wwwr...')
#3 C:\inetpub\wwwroot\dchelpdesk\include\staff\ticket-view.inc.php(766): Thread->render(Array, Array)
#4 C:\inetpub\wwwroot\dchelpdesk\scp\tickets.php(541): require_once('C:\inetpub\wwwr...')
#5 {main}
thrown in C:\inetpub\wwwroot\dchelpdesk\include\class.orm.php on line 1363

ntozier

It looks like for some reason there are more than one database entry for that ticket thread in the database. Like someone deleted a ticket incorrectly and the id got re-used.